Mert Karadağlı _ Köstebek Teknoloji _ added a comment - 13/Jun/2016 3:02 PM - edited We already released Toolbox for JIRA Service Desk plugin https://marketplace.atlassian.com/plugins/com.kostebekteknoloji.plugins.jira.jira-service-desk-toolbox/server/overview and you can display SLA elapsed times as a custom field with different formats, Default View ( dd:hh:mm ) Friendly ( XXd XXh XXm ) Millisecond ( XXXXXX msec ) Moreover, You can contact with info@kostebekteknoloji.com for your other format requests and new requests for JIRA Service Desk functionality to extend our plugin. Best regards,

Antonio Duarte added a comment - 23/Nov/2015 5:35 PM Hi, Hector, The first error was solved by an easy cast in the parameter to 'long' type: getCustomFieldObject((long)10500) For the second, I * didn't find* the method getCompleteSLAData() in any place (even hardly looking on Google tool...). As you said, may be the new version of JSD changed it to another new method. Thanks for your comments and help. Antonio.

Antonio Duarte added a comment - 23/Nov/2015 4:19 PM Hi, Hector, I'm using your simplest code (see attachement ScriptCode.jpg). In the other images you can see the error messages informed by Script Runner. Thanks for your attention. Antonio.

Hector Flores added a comment - 23/Nov/2015 3:56 PM There are 2 custom fields above, which one gives you that error? In the first one you need to call libraries import com.atlassian.jira.component.ComponentAccessor import com.atlassian.jira.issue.CustomFieldManager import com.atlassian.jira.issue.fields.CustomField import com.atlassian.jira.issue.MutableIssue import com.atlassian.jira.issue.fields.CustomField import com.atlassian.jira.ComponentManager

Antonio Duarte added a comment - 23/Nov/2015 1:25 PM Hi, Hector, I tried your piece of code above, but script runner shows this error: [Static type checking] - Cannot find matching method com.atlassian.jira.issue.CustomFieldManager#getCustomFieldObject(int) and the same with java.lang.Object#getCompleteSLAData() and also java.lang.Object#getOngoingSLAData() Can you help checking your code, please?

Hector Flores added a comment - 22/Oct/2015 9:22 AM Hi I think I found the solution, at least the solution appropriate for me. Sorry my code, I've never have code with groovy. I had to decompile the service-desk .jar to know how many methods I could call. I could NOT find how to know the goal time of every issue so I made a function that get me the goal minutes depending of the issue type and priority. Goal times are hard-coded, (it hurts) but it works. Could anyone help with this??? When I get the Time to Resolution custom field (timeToResolution in the code), in fact I have an SLAValue.class object. From this class we need 2 classes: OngoingSLAData and CompletedSLAData. More info in the comments in the code. Create a custom field -> Groovy script Go to Script Fields and put the following code If you want to know the spent time in an issue when the SLA clock is stopped We only need to get the elapsed time from the CompleteSLAData class CustomFieldManager customFieldManager = ComponentAccessor.getCustomFieldManager() def componentManager = ComponentManager.getInstance() def changeHistoryManager = componentManager.getChangeHistoryManager() // Time to Resolution custom field from SLA calculations (Service desk plugin) CustomField cf_timeToResolution = customFieldManager.getCustomFieldObject(11704) //Put your Time to Resolution custom field ID def timeToResolution = issue.getCustomFieldValue(cf_timeToResolution) if (timeToResolution != null ) { //Get elapsed time from Service Desk plugin libraries after have decompiled the .jar long timeToResolutionMillis = timeToResolution.getCompleteSLAData().get(0).getElapsedTime() // Convert time to minutes double timeToResolutionMinutes = timeToResolutionMillis / (1000*60) // Rounding and return the value return timeToResolutionMinutes.round().toString(); } If you want to know the spent time when the SLA clock is stopped or PAUSED In this case different classes in the SLAValue.class have to been checked CompletedSLAData and OngoingSLAData The result is only showed when the status are Solved, Resolved, Done or Closed (depending on the type of issue) In my SLA clock configuration when Solved, Resolved or Done the clock is paused, and when Closed the clock is stopped. import com.atlassian.jira.component.ComponentAccessor import com.atlassian.jira.issue.CustomFieldManager import com.atlassian.jira.issue.fields.CustomField import com.atlassian.jira.issue.MutableIssue import com.atlassian.jira.issue.fields.CustomField import com.atlassian.jira.ComponentManager // ------- FUNCTIONS // Get minutes per type of issue and priority/urgency long goalMinutesPerPriorityOrUrgency(type, value) { def valueCopied = value switch (type) { case "Incident" : result = goalMinutesPerIncidentPriority(valueCopied) break case "Request for Change" : result = goalMinutesPerRfCPriority(valueCopied) break case "Task" : result = goalMinutesPerTaskUrgency(valueCopied) break default : result = 0 } result } // Minutes per incident by priority long goalMinutesPerIncidentPriority(priority) { switch (priority) { case "Blocker" : result = 240 //4h break // more cases ... default : result = 0 } result } // Minutes per RfC by priority long goalMinutesPerRfCPriority(priority) { switch (priority) { case "Blocker" : result = 240 //4h break // more cases ... default : result = 0 } result } // Minutes per task by urgency long goalMinutesPerTaskUrgency(urgency) { switch (urgency) { case "Critical" : result = 480 //8h break // more cases... default : result = 0 } result } // ------- MAIN // Return every value in minutes // Status of the issue is saved def statusName = issue.getStatusObject().getSimpleStatus().getName(); if ((statusName == 'Solved' ) || (statusName == 'Resolved' ) || (statusName == 'Done' ) || (statusName == 'Closed' )) { CustomFieldManager customFieldManager = ComponentAccessor.getCustomFieldManager() def componentManager = ComponentManager.getInstance() def changeHistoryManager = componentManager.getChangeHistoryManager() // Time to Resolution custom field from SLA calculations (Service desk plugin) CustomField cf_timeToResolution = customFieldManager.getCustomFieldObject(11704) //Put your Time to Resolution custom field ID def timeToResolution = issue.getCustomFieldValue(cf_timeToResolution) long result = 0 def issueTypeName = issue.getIssueTypeObject().getName() // Incident, Request for Change, Task def priorityOrUrgency = "" // I use urgency for tasks instead of Priority if (issueTypeName == "Task" ) { // Get Urgency field from issue of type Task CustomField cf_urgency = customFieldManager.getCustomFieldObject(12502) // I use Urgency for task instead of Priority priorityOrUrgency = issue.getCustomFieldValue(cf_urgency) } else { // Get Priority value from issue of type Incident or Request for Change priorityOrUrgency = issue.getPriority().getString( "name" ) } /* CompleteSLAData is only filled when the issue has the SLA clock stopped (passed through 'Solved' or 'Resolved' to 'Closed' ) OngoingSLAData is only filled when the issue has the SLA clock running or paused. */ if (timeToResolution != null ) { // SLA clock stopped - get from CompleteSLAData if (timeToResolution.getCompleteSLAData().size() > 0) { // Get elapsed time from Service Desk plugin libraries after have decompiled the .jar long timeToResolutionMillis = timeToResolution.getCompleteSLAData().get(0).getElapsedTime() // Convert time to minutes double timeToResolutionMinutes = timeToResolutionMillis / (1000*60) return timeToResolutionMinutes.round().toString(); } // SLA clock paused - get from OngoingSLAData else { double elapsedTime = 0; if (timeToResolution.getOngoingSLAData() != null ) { // Get StarTime from OngoingSLAData double remainingTimeMin = (timeToResolution.getOngoingSLAData().getThresholdData().get().getRemainingTime().get()) / (1000*60) long remainingTimeMinLong = remainingTimeMin.round().longValue() if (remainingTimeMin < 0) // RemainingTime is negative { elapsedTime = elapsedTime.sum(goalMinutesPerPriorityOrUrgency(issueTypeName, priorityOrUrgency), remainingTimeMinLong.abs()) } else { elapsedTime = goalMinutesPerPriorityOrUrgency(issueTypeName, priorityOrUrgency).doubleValue() - remainingTimeMin } } return elapsedTime.round().toString() } } Hope it helps! Hector Flores

Hector Flores added a comment - 15/Oct/2015 8:40 AM Do you really think my bosses want to know a report with remaining times? Not at all. They need the Elapsed time to know real times spent in the issues. Thanks you!

Emre Toptancı [OBSS] added a comment - 16/Sep/2015 1:35 PM Hello Everyone, We saw that JSD reporting was limited, it was a real pain for a lot of people (including us) and Atlassian wasn't gonna fix it anytime soon. So we developed a custom report for JSD which gives you the ability to define custom datetime intervals, report on elapsed/remaining time and even export to excel. "Service Desk Reporter" is available on the marketplace today. You can get it from: https://marketplace.atlassian.com/plugins/tr.com.obss.jira.plugin.service-desk-reporter Have a good one...

Emre TOPTANCI added a comment - 09/Feb/2015 1:33 PM Guys, please? Customer is asking for this. They claim they could do this with VertygoSLA, now they can't.

Refik Ongun added a comment - 06/Feb/2015 7:35 PM can someone get back on this? Need to calculate the elapsed time of an issue, but need to have the clock when an issue is stopped. This way we know the net elapsed time while someone is working on an issue. Appreciate a quick response.

Emre Toptancı [OBSS] added a comment - 10/Nov/2014 12:42 PM Any update on this issue? It shouldn't be this hard since you guys do show remaining time and elapsed time has to be calculated up front to show remaining time.

Matthias Ebner added a comment - 07/Oct/2014 11:57 AM Any news for this issue?

Andy Soltani added a comment - 09/Jul/2014 1:41 AM Our organization is new to service desk and exploring the SLAs. We love the concept of the SLAs but find it extremely lacking that time to resolve, time in progress, and other metrics can not be shown as elapsed time and can not be exported to excel. Essentially makes the SLAs useless for our organization. It would be great to see a counter on each ticket that displays how long a ticket is taking to resolve, be worked, etc., and which can be exported to excel as another column for the tickets. Is there an alternative currently? Or is there an ETA on when this feature will be added to Service Desk? Thank you! Keep up the good work Atlassian!

Emre Toptancı [OBSS] added a comment - 01/Nov/2013 1:31 PM - edited A service desk organization surely needs this information for calculating monthly averages and trends ( like average response time, average resolution time etc. )